Toss Bank is expanding its generative artificial intelligence (AI)-based consultation service to all customers, allowing them to handle inquiries from card delivery to lost card reports through conversation.
The company announced on October 7 that it has introduced the 'AI Chat Agent' for all customers.
According to Toss Bank, since the implementation of the AI agent, the average consultation time, which previously took over five minutes to connect to a human representative, has been reduced to around 30 seconds, marking a nearly 90% decrease. A survey conducted among customers who completed consultations over the past week showed that satisfaction with the AI consultation was about twice as high compared to the previous chatbot.
The AI chat agent utilizes a large language model (LLM), a type of generative AI, to understand customers' natural language and conversational context, distinguishing it from traditional chatbots.
Toss Bank prioritized the application of the AI chat agent to frequently asked inquiries that require quick processing, such as checking card delivery status, reasons for payment declines, and reporting lost cards.
For tasks requiring identity verification, the existing Toss Bank security authentication system has been integrated. Instead of entering personal information directly into the chat window, customers will authenticate through methods like Face ID or fingerprint. In cases of urgent consultations needed for issues like voice phishing or financial fraud, a human representative will take over the conversation immediately.
A Toss Bank representative stated, "We will enhance our services to ensure customers can resolve their issues safely and intuitively when they need it most."
* This article has been translated by AI.
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